MD Update – March 2026

Welcome to the first edition of Dealer Edge for 2026. As previously shared, Auto-IT is progressing through a significant transformation program. We are now approximately 12 months into what we expect to be an 18-month journey, guided by best-practice learnings from Constellation Software.

Encouragingly, we are already seeing tangible benefits—particularly in Support, new services, and product enhancements across PMDS, EQUIP, and UNITS. While there is still more to do, I’d like to outline some of the key improvements currently underway.

 

Stronger, More Responsive Support

One of the most significant changes has been the evolution of our Support structure.

We have moved from a primarily regional model to a more collaborative, functional structure. While local teams remain in place, our specialists now work together across regions—sharing knowledge, resolving tickets collectively, and improving response times for clients.

This approach is already delivering results. Recent client feedback highlighted a support request logged early in the morning and resolved within minutes—an example of the improved responsiveness we are striving to deliver consistently.

To further enhance this capability, we are implementing a new global support platform—Halo. This system will:

• Improve integration with our development and CRM platforms
• Enable faster resolution of fixes and enhancements
• Provide greater transparency and accountability
• Deliver a more powerful customer portal for tracking tickets and projects
• Introduce an enhanced self-service knowledge base

Together, these changes are designed to give you faster, clearer, and more efficient support.

 

A More Proactive Account Management Model

We are also introducing a new approach to account management, designed to deliver greater value and engagement. In the past you would have benefited from a dedicated Customer Relationship Manager. Now, you’ll have two Auto-IT staff members partnering with your business:

Customer Success Manager

Focused on ensuring you are getting maximum value from your systems and achieving a strong return on investment

Customer Growth Manager

Focused on introducing and demonstrating new technologies and initiatives that can drive efficiency and performance in your business

These roles are designed to provide more proactive support, regular engagement, and clearer pathways to improvement across your operations. As always, our management and executive team remain accessible, and we encourage you to reach out at any time.

 

AI – Focused on Real Outcomes

Artificial Intelligence continues to evolve rapidly across all industries, and Auto-IT is actively investing in this space.

Our focus is clear: developing AI solutions that solve real client problems—not simply adopting AI for its own sake.

We are concentrating on two key outcomes:

• Significantly improving productivity within our own business operations
• Delivering practical, integrated AI solutions to our clients

We’ve already introduced AI capabilities within products such as Enable AP Workflow and Dealer Spectrum, and further developments are underway.

Through our connection with Constellation Software, we are also leveraging global expertise—working alongside other dealer management system providers and AI specialists to accelerate innovation.

You can expect to see continued progress in this area throughout 2026 and beyond.

 

Looking Ahead

We are excited about the progress being made and the roadmap ahead. This transformation is about building a stronger, more responsive business that delivers measurable value to our clients.

I hope you enjoy this edition of Dealer Edge, including updates on our products, services, and team.